The service desk is a major function within IT. Small enterprises with constrained resources need to look at designing a service desk that enables consistency in supporting the business and finds the right balance of documentation.
Determining the right level of documentation to provide backup and getting the right level of data for good reporting may seem like a waste of time when the team is small, but this is key to knowing when to invest in more people, upgraded technology, and whether your efforts to improve service are successful.
It’s easy to lose sight of the client experience when working as a small team supporting a variety of end users. Changing from a help desk to a service desk requires a focus on what it means to be a customer centric service desk and a change to the way the technicians think about providing support.
- Make the best use of the team. Clearly define roles and responsibilities and monitor those wearing multiple hats to make sure they don’t burn out.
- Build cross training and documentation into your culture to preserve service levels while giving team members time off to recharge.
- Don’t discount the benefit of good tools. As volume increases, so does the likelihood of issues and requests getting missed. Look for tools that will help to keep a customer focus.
Impact and Result
- Improved workload distribution for technicians and enable prioritization based on work type, urgency, and impact.
- Improved communications methods and messaging will help the technicians to set expectations appropriately and reduce friction between each other and their supported end users.
- Best practices and use of industry standard tools will reduce administrative overhead while improving workload management.